SHELF CONFIDENCE
Whether a shopper is in a brick & mortar store or is shopping online the prerequisite to selling an item is availability, to have items accessible for purchase at what has been termed, “the first moment of truth,” and what we call Shelf-Confidence.
This book takes readers behind the scenes of consumer products retailing, uncovering and explaining the extent, the causes, and the shopper reactions to out-of-stock items.
Shelf-Confidence will resonate with manufacturers, wholesalers, retailers, media, trade associations, researchers, and retail consultants who are interested in improving the service levels, lowering costs, improving efficiency, and enhancing customer satisfaction in the consumer goods manufacturing, distribution, and retailing industries.
A practical guide to examination reducing out-of-stocks and improving product availability at retail
Milan Turk, Jr., former Vice President, the Procter & Gamble Company
"Shelf-Confidence will provide you with an invaluable collection of documented research, tested
insights and actionable conclusions from twenty years of studying the out-of-stock issue.”
Sir Terry Leahy, former CEO Tesco Stores
"The thorough and practical research in this book will help retailers take waste out of the supply
chain, improve omni-channel product availability, and ‘change their game"
''This practical book provides industry benchmarks and best practices to improve availability online and offline''
Olaf Koch, former CEO Metro Group, Partner at Zintinus
TABLE OF CONTENTS
Part I Examining Global Retail On-Shelf Availability
Chapter 1 How and Why We Study Out-of-Stocks
Chapter 2 The Extent of Out-Of-Stocks
Chapter 3 Consumer Responses to Out-Of-Stocks
Chapter 4 Causes of Out-Of-Stocks
Chapter 5 The Financial and Managerial Implications of Out-Of-Stocks
Part II Improving Retail On-Shelf Availability
Chapter 6 Identifying and Addressing Out-of-Stocks
Chapter 7 Understanding the Total Cost of Out-Of-Stocks
Chapter 8 Understanding Out-Of-Stocks Through Measurement
Chapter 9 Lowering Out-Of-Stocks—Our Hypotheses and Studies
Chapter 10 How to Achieve and Maintain Lower Levels of Out-Of-Stocks
Part III Understanding Global Retail Online Availability
Chapter 11 Measuring the Extent of Online Availability Chapter 12 Shoppers Reactions to Non-Online Availability: Searching, Switching, and Loyalty
Chapter 13 Estimating Online Availability Prize
Chapter 14 Implementing Online Availability Measures
Conclusion
Chapter 15 What does the Future Require?
References and Resources, Index
While the digitally fueled pace of change may have been accelerated in recent times, Corsten and Gruen’s book, Shelf Confidence, is essential reading for anybody who wants to understand why it still pays to get the basics in retailing right. Indeed, covering the retail basics has become all the more important in the wake of panic buying, empty shelves and poor substitutions, much as less when managing increased supply chain challenges emerging from the added complexity of selling online as well as in stores. As such, the breadth and depth of research, knowledge and insight shared in this book will also help industry practitioners and academics alike navigate the next wave of disruption.
Miya Knights, Author, Consultant and Retail Technology publisher
Free download
Online Availability
A Worldwide Study of Extent, Shopper Reactions, and Strategies for Non-Food Categories in Digital Retail
We conducted a research study on Online Availability at pure online and omnichannel retailers in six major countries (China, France, Germany, Japan, United Kingdom, United States), and for six fast-moving consumer goods non-food categories (Baby, Fabric, Laundry, Oral, Shave, Skin).
The goal of the study was to determine the extent that items were available to purchase, causes of NOLA (Not online available), the incidence of shoppers’ encounters with items NOLA shopper reactions to these encounters, and sales losses to manufacturers and retailers due to items being NOLA.
Data for the research was obtained through three sources:
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One examined harvested data from retailer websites in all six countries to determine the extent and root causes.
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The second was a shopper survey conducted in the USA examining shopper encounters and reactions when encountering items being NOLA.
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The third was also a shopper survey conducted in the UK, France, Germany, Japan, and China, similar to the USA shopper survey.
Free download
A Comprehensive Guide
To Retail Out-of-Stock Reduction
This study contains several tools that can be used to compute losses due to out-of-stocks as well as a calculator of the payout that can be expected when addressing out-of-stocks. To access the payout calculator, click here. This calculator provides the ability to play what-if scenarios in terms of how many products and stores they want to work on and which of the solutions they want to employ. No matter what, the payout is exceptional.
In the Fast-Moving Consumer Goods Industry
Free download
Retail out of Stocks
A Worldwide Examination of Exent, Causes and Consumer Response
This study presents the largest single compilation of findings on the extent, causes, and consumer responses to retail out-of-stock (OOS) situations in the fast-moving consumer goods industry. It was the first study that enumerated OOS on a worldwide basis.
This comprehensive report examines 661 retail outlets and 71,000 consumers across 29 countries worldwide. The study was funded by a grant from the Procter & Gamble Corporation.